Job Description
We are now looking to recruit a hardworking, articulate individual to join our Transfer Out Department where you will play a key role in providing our award-winning service to our customers. For hard working individuals, there are excellent career development opportunities available.
We have big growth plans with multiple opportunities available across a variety of teams and inductions will take place for these roles fortnightly.
Key Accountabilities
- Cleansing data to ensure that the Transfers Out Manager can provide the Head of Payments with detailed and quality MI across the department.
- Review existing reports and data to make improvements on reporting.
- Focus on FCA data requirements and ensuring that aged cases are regularly assessed, moved forward, and escalated where necessary.
- Regularly review processes and procedures to identify risks and controls as well as improvements. A focus here will be on identifying trends and patterns to highlight areas of improvement.
- To collaborate with the Transfers Out Manager and the teams to successfully implement RPA changes to existing processes.
- To organise the work needed for regular audits carried out across the department including walk throughs and follow up work.
- Review CASS breaches and complaints and assess systemic cause to identify any areas of improvement or training needs.
Key Responsibilities
- Manage own time effectively to meet business objectives.
- To continuously look for ways to improve the effectiveness and efficiency of the department, delivering improved service for customers and advisers.
- Contribute to and manage projects impacting Transfers Out, assist with business projects and change integration, and embed necessary changes within the teams.
- To contribute and participate in operational resilience planning on an ongoing basis.
- Support the review of complaints and breaches. Identifying trends and area of improvements and identifying key risks.
- To build and maintain relationships with specialists and managers from transfer teams at other counterparties to work to improve transfer times.
- Highlight areas of improvement within the customer journey and OPI performance across all teams.
- To maintain a broad market awareness and commercial knowledge of relevant regulatory change and developments.
- Facilitate internal & external audits, supporting walkthroughs and sampling and completing relevant actions.
- Oversee testing plans and implementation.
- To ensure that all departmental processes are fully defined and properly documented as standard
- To identify, control and manage risks within own business area.
- Use AI to improve processes and efficiencies across area
- Use of VBA Macros to automate processes and information gathering
- Any other duties as requested by the Head of Payments & Transfers Out Management Team.
Knowledge & Skills
- Strong management and leadership skills
- Effective at building relationships and engaging employees
- Excellent communication, both written and verbal
- Good planning, organisation, and time management
- Skilled in report writing and risk management
- Knowledgeable in HMRC rules, pension legislation, and AJ Bell products and systems
- Familiar with customer service procedures, including complaints and compliance
- Knowledge and experience of macros, automation and data analysis is key
- Ability to build, use and maintain Macros
- Understanding to use and integrate AI into daily tasks / role
- Numerate, literate, and commercially aware
- Proficient in MS Office, especially Word, Excel, and Outlook
- Customer-focused with good problem-solving and decision-making abilities
- Able to lead by example
For internal applications, the closing date for this role will be Friday 29 May.
About AJ Bell
AJ Bell is one of the UK’s fastest-growing investment platform businesses, providing award-winning solutions for everyone, from professional financial advisers to first-time investors.
Today, over 723,000 customers trust us to manage more than £108.7 billion of assets. By continually striving to make investing simpler and more accessible, we’re helping more people take control of their financial futures.
We’re proud to be recognised as one of the UK’s Best 100 Companies to Work For for six consecutive years, and a Great Place to Work® in 2025 and 2026 a reflection of our supportive and collaborative culture.
What we offer
- Competitive salary
- 26 days holiday, increasing with service + buy/sell scheme
- 7% Pension with matched contributions
- Discretionary bonus scheme
- Share schemes (including free shares and BAYE)
- Health Cash Plan and discounted private healthcare
- Free onsite gym
- Enhanced family leave (subject to qualifying criteria)
- Travel and bike loan schemes
- Employee Assistance Programme
Life at AJ Bell
- Regular social events including summer and Christmas parties
- Learning and development opportunities tailored to you
- Casual dress code
- Friendly, supportive team environment
Our ways of working
We offer hybrid working, with a minimum of 60% of your working time per month spent in the office.
For new starters, there’s an initial period of full-time office working to help you settle in and build relationships.
Inclusion & diversity
We’re committed to creating an inclusive environment where everyone feels respected and able to be themselves at work.
We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.
